This is what we will go through tomorrow if you would like to read it first:
Asking for the bill
Simple and polite
Guest: Excuse me, can we have the bill, please?
Server: Of course. I’ll bring it right away.
A bit more formal
Guest: Could we have the bill, please?
Server: Certainly. I’ll get that for you now.
In a restaurant (with “check”)
Guest: Can we get the check, please? (more common in American English)
Server: Sure, I’ll be right back with it
When in a hurry
Guest: Excuse me, could we have the bill when you have a moment?
Server: Of course, I’ll bring it straight away.
If the server is busy
Guest: Sorry to bother you, could we have the bill, please?
Server: Not at all, I’ll bring it as soon as possible
Offering the bill (staff starts)
Server: Would you like the bill?
Guest: Yes, please.
or
Server: Are you ready for the bill?
Guest: Yes, could we have it, please?
After handing over the bill
Server: Here is your bill. Please take your time.
Guest: Thank you.
- Paying by card
Server: Would you like to pay by cash or card?
Guest: By card, please.
Server: Of course. You can insert or tap your card on the machine here.
Guest: Okay.
Server: Please enter your PIN if needed.
Guest: Done.
Server: That’s approved. Here’s your receipt. Would you like a copy?
Guest: Yes, please. Thank you.
Server: You’re welcome. Have a great day!
- Paying by cash
Server: Here is your bill. Please take your time.
Guest: Thank you. I’ll pay in cash.
Server: Certainly.
Guest: Here you are.
Server: Thank you very much. I’ll bring your change in a moment.
Guest: No problem.
Server: Here’s your change and your receipt.
Guest: Thanks a lot.
Server: You’re welcome. Enjoy the rest of your day!
- Splitting the bill (card + cash)
Guest: Excuse me, can we split the bill?
Server: Of course. How would you like to split it?
Guest: Part card and part cash, please.
Server: No problem. How much would you like to pay by card?
Guest: 30 euros on the card, and the rest in cash.
Server: That’s fine. Please use the card machine first.
Guest: Okay.
Server: Thank you. Now I’ll take the cash.
Guest: Here you go.
Server: Perfect, that’s all sorted.
- Accepting dollars
Guest: Excuse me, can I pay in US dollars?
Server: Yes, we do accept dollars.
Guest: Great.
Server: Please note that we use today’s exchange rate, which is shown here.
Guest: That’s fine.
Server: Thank you. I’ll just calculate the amount.
Guest: Sure.
Server: Here is your change in local currency and your receipt.
Guest: Thank you very much.
Server: You’re welcome
- Charging to a hotel room
Guest: Can I charge this to my room, please?
Server: Certainly. May I have your room number?
Guest: It’s room 214.
Server: Thank you. Could you also tell me your last name?
Guest: Smith.
Server: Thank you, Mr Smith. Could you please sign here?
Guest: Of course.
Server: Perfect. The amount will be added to your hotel bill.
Guest: Great, thank you.
Server: You’re welcome. Have a pleasant evening.
- Card not working
Guest: I’d like to pay by card, please.
Server: Of course. Please insert your card.
Guest: Okay.
Server: I’m sorry, it seems the payment didn’t go through.
Guest: Oh, that’s strange. Let me try again.
Server: Yes, please try once more.
Guest: Still not working.
Server: You can try another card or pay in cash if you prefer.
Guest: I’ll use another card.
Server: No problem.
- Asking for the bill
Guest: Excuse me, could we have the bill, please?
Server: Of course. I’ll bring it right away.
Guest: Thank you.
Server: Here you are. Please let me know if everything looks correct.
Guest: Yes, it looks fine.
Server: Take your time.
- Checking the bill
Server: The total comes to 45 euros.
Guest: Sorry, could you check this item, please?
Server: Of course. Let me go through the bill with you.
Guest: I don’t think we ordered this drink.
Server: You’re right, I apologise for the mistake. I’ll remove it immediately.
Guest: Thank you.
Server: Here is the updated total.
Guest: That’s better, thanks.
Server: You’re welcome.
Checking out
Did you enjoy your stay?
Here is your final bill. Please check that everything is correct.
Would you like a taxi to the airport?
Would you like us to arrange a taxi to the airport?
Thank you for staying with us!
Safe travels and we hope to see you again!
Have a safe journey and we hope to see you again!
Polite and helpful expressions
Excuse me, do you need any help?
I’m happy to help!
Please let me know if you need anything else.
I apologise for the inconvenience.
I’m sorry about this. Let me see what I can do.
Thank you for your patience.
Thank you for your understanding.
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Talk together in breakout rooms. What kind of problems might occur in a restaurant, and why? What kind of problems might occur during a hotel stay?
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- Too many guests, not enough seats
- The restaurant has lost the booking/reservation
Customer complaints
A guest is unhappy with their food, service, or overall experience.
Mistakes with the order
The guest gets the wrong food or drink
Long wait
The food takes a long time.
Shortage of ingredients/No ingredients
Running out of key menu items, leading to unavailable dishes.
Staff shortages
Not enough servers, cooks, or kitchen staff.
Payment issues
Problems with cash, card machines, or customers disputing bills.
Table mix-ups
food goes to the wrong table
Kitchen delays slow food preparation
Cleanliness problems
dirty tables, restrooms, or overall hygiene (=general experience) It’s hygienic to wash your hands before preparing food. It’s unhygienic to not wash your hands
Difficult customers guests who are rude, too demanding, or refuse to follow restaurant policies.
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In breakout rooms: What are your suggestions for dealing with these problems? What could you say and do?
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